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Ripple is building financial infrastructure using crypto solutions for institutions, businesses, governments, and developers. The Customer Success Senior Manager plays a key role in driving revenue and product adoption across Ripple's customer base, focusing on deepening customer relationships by scaling payments volume, implementing custody solutions, and identifying cross-selling opportunities for enterprise-grade products.
You will develop a deep understanding of each customer's technical solutions, organization, decision-making structures, aspirations, and needs. You'll serve as a Ripple advocate and advisor, enabling customers to experience the full potential of Ripple's offerings and participate in developing innovative solutions. You'll conduct financial, business, and value analysis with the ability to understand and analyze key financial targets such as cost reduction and revenue growth.
Key responsibilities include navigating upsell and cross-sell opportunities and driving them to deal execution while working with cross-functional partners. You'll lead key initiatives with collaborators across Engineering, Technical Services, Sales, Business Development, Finance, Product Marketing, and Legal, creatively solving complex business and operational issues unique to each customer. You'll collect customer and marketplace feedback related to Ripple's value proposition and communicate insights throughout the organization. Additionally, you'll identify and champion internal Ripple process improvements.
The role operates in a fast-paced startup environment with experienced industry leaders. You'll have access to a professional development budget and work in a flexible hybrid model with 10+ in-office days per month at the discretion of your team.
REQUIREMENTS:
- 7+ years of experience in a customer-facing role at financial institutions, FinTech, or crypto organizations
- Fluency in English; Spanish is a bonus
- Demonstrable understanding of multi-stakeholder management in complex environments
- Experience in the development and launch of modern, complex business solutions involving innovative technology and B2B relationships
- Excellence in building and managing relationships in cross-functional, global teams
- Excellent interpersonal skills and experience coaching others; ability to encourage and inspire others to achieve ambitious goals through leading by example
- Highly self-motivated individual who operates proactively and is driven to create impact and succeed
